Store Policies

Free Ground Shipping
Rugs Town offers free shipping to the continental United States (this excludes Alaska, Hawaii, Puerto Rico and Canada) by UPS or FedEx Ground on all purchases $149 and up.* Expedited services are available at the customer's expense. Expedited shipping will not be billed on the original invoice, these charges will be billed at a later date. For overseas shipments, please contact us for a quote on the shipping cost. (All international orders are subject to local taxes, levies and import fees which will be the customer's responsibility and are due upon arrival, free pads are subject to shipping fees on all international orders).

Shipping Notification
You will be notified by email or phone when your order ships. A tracking number for your shipment will be included in your email.

Delivery Time
Most orders leave our warehouse within 2-3 business days and will take approximately 7-10 business days for ground delivery. Rugs that are on back order require an additional length of time. In the case of a back order, you will be notified by email or phone regarding the delay time. Expedited shipping is available at the customer's expense.

30 Day Return Policy
We offers a 30 day return/exchange policy with no restocking fees*. If for any reason you are not satisfied with your purchase please notify us with in 15 days from the delivery date to ensure your return will be accepted.  Email Us or call us toll free: 1.866.997.9990 we will then provide you with a return authorization number and instructions for shipping the rug back to us. Shipping charges of a Returned item are the responsibility of the customer.

If the customer feels uncomfortable with his/her local shipping cost quote, customer can contact us to arrange picking up the rug and to have return shipping charges deducted from the refund.

*Large Sizes
Rugs that are 9'x12' (or larger) will carry a 15% restocking fee of the purchased price. This is due to the high cost of shipping and handling of the large sizes.
Rugs sold out of our Liquidation/Clearance Department have only in store credit.

Need Help With Colors?
Please note that the exact detail may vary depending on the size of the rug and colors may vary based on your computer monitor's settings. If you are not sure of a rug's colors on your screen or you need help with colors, please email us or call us toll free: 1.866.997.9990 and we will be glad to try and assist you with the color details.

Requesting a Return
A Return Authorization Number (RA#) must be obtained from us before any rug can be returned or exchanged. Please call to obtain your RA# within 15 days to ensure your return will be accepted. Rugs returned without an RA# will be refused and sent back to the sender. If your rug initially arrives damaged or dirty, contact us immediately by email or phone. We will be glad to arrange for its pickup and replacement at no charge. If customer refuses a replacement of damaged rug, return will be handled as a replacement. If customer do not want a replacement as a cure for the damaged rug(s) and decide to return the merchandise, customer will be responsible for return shipping charges.

Returning The Rug
Please, you must make your return request within 15 days from the date of delivery to be accepted for return as it could take 10-15 days to finalize the return. Rugs must be returned in their original condition, wrapped properly in plastic. Items will be inspected upon arrival and must be in new condition. If it is soiled or damaged it may be refused or incur a 20% service fee and shipping costs. Return shipping charges are the customer's responsibility.
A- The RA# (return authorization number) must be visible on the outside of the package right under the return address.
B- You must provide us with the tracking number by email or phone so we can track the rug and issue a refund immediately upon receipt and inspection of the item.

We highly recommend insuring your return shipment with the courier you use for it's full purchase price in case of loss or damage in transit back to us. We can not be responsible for lost or damaged parcels being returned to us. You are responsible for filing claims with the courier you use in case of loss or damage.

Getting The Refund
After we have received and inspected the rug, your money will be refunded to you. (Inspection of the rug may take 7-10 Business days). Please be aware it can take up to 3 weeks for a credit to appear on your statement.

Rug Pad Return
Pads are returnable if they are unopened and in resalable condition. In the case of a returned rug that came with a free pad, the free unopened pad must also be returned for a full refund.

Non-Returnable
Samples, Custom-made rugs (Labeled as custom made) and Custom-made runners or special sizes are non-returnable, unless there is a defect at arrival in which case we will be glad to provide a replacement of the same item.

Signing For The Delivery
If Signature was requested at the delivery time, then it is the customer's responsibility to be present at the time of delivery. If we ship an order to the correct address that has signature required status and no one was available to receive the order (or the package was refused), customer will be required to pay 15% of the total purchase price to cover the shipping and handling expense.

If an item is refused or not accepted by the customer upon delivery, the customer will incur a 20% restocking fee and shipping charges.

Multiple Returns
We strive to offer the lowest prices anywhere and we are proud to offer competitive prices. Therefore, we must limit the number of returns to two (2) per customer in a 6 month period. This of course does not apply to rugs that are damaged upon arrival. In this case we will replace the rug at our expense to achieve the satisfaction of our customers.

*Note: Our Price Match Guarantee can not be combined with any other promotional or sale prices currently being advertised at our store. Price must be advertised and in stock, it does not apply to factory seconds, off-quality, clearance, irregular or discontinued products. Our Price Match Guarantee does not apply to Irregular Discount Stores or clearance stores. Price Matches as the result of pricing errors, human error or typographical errors will be at Rugs Town's complete discretion.

Images shown reflect patterns on 5x8's and larger, some smaller sizes, rounds, runners, ovals may have similar but not exact patterns.

Please Note Also, Because of the way area rugs are made, some sizes may vary by 1” - 4” from the displayed dimensions. We do our best to provide accurate measurement, however, please be advised that some variation exists and this is not a manufacturing defect.

RugsTown.com has the right to cancel any order in the event a product was listed at the incorrect price due to a typographical error. Additionally, RugsTown.com reserves the right to refuse or cancel any order at its own discretion. Our store policies are subject to change without notice.

Customer Service: 704-814-9552
TOLL FREE: 1.866.997.9990


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By placing an order with RugsTown.com you are agreeing to the terms and conditions specified in our policies.